We are constantly striving to enhance the experience our customers receive. Please let us know immediately if you have any concerns about our products or services, as we would like to resolve any problems you may have before they become a complaint.
Our commitment to you
Navigators and General is committed to providing the highest standard of service to its customers. However, should you need to complain, we will do everything possible to ensure your complaint is dealt with quickly and fairly.
Who to contact in the first instance
Many concerns can be resolved straight away. Therefore in the first instance, please get in touch with your usual contact at Navigators and General or your broker or insurance intermediary, as they will generally be able to provide you with a prompt response to your satisfaction.
Contact details will be provided on correspondence that we or our representatives have sent you.
Alternatively, you can contact us for any policy related issues as below:
Telephone: 01273 863400
Navigators & General, C/O Nimbus House, Liphook Way, Maidstone, Kent, ME16 0FZ
- There are a few things we'll need from you to find out about the current status of your policy/claim:
Your policy number: This is the most important of all as it will help us to find your details easily and where possible understand how best to rectify the situation. - Details of what went wrong: Please give us as much detail as possible. Where necessary please include the dates of your interactions with us and key events which are relevant to your complaint.
- How can we contact you? Just in case we need to speak to you further, please include some contact details and a preferred method of contact (e.g. phone or email).
Many complaints can be resolved within a few days of receipt.
If we can resolve your complaint to your satisfaction within the first few days of receipt, we will do so. Otherwise, we will keep you updated with progress and will provide you with our decision as quickly as possible.
Next steps if you are still unhappy
If you are not happy with the outcome of your complaint, you may be able to ask the Financial Ombudsman Service to review your case. We will let you know if we believe the ombudsman service can consider your complaint when we provide you with our decision. The service they provide is free and impartial, but you would need to contact them within 6 months of the date of our decision.
More information about the ombudsman and the type of complaints they can review is available via their website www.financial-ombudsman.org.uk.
You can also contact them as follows:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9123 (calls to this number are charged at the same rate as 01 and 02 numbers on mobile phone tariffs in the UK), or +44 (0)20 7964 0500 (if you are calling from outside the UK) or email complaint.info@financial-ombudsman.org.uk
If the Financial Ombudsman Service is unable to consider your complaint, you may wish to obtain advice from the Citizens Advice Bureau or seek legal advice. The Financial Services Compensation Scheme (FSCS) We are covered by the Financial Services Compensation Scheme (FSCS) which means that you may be entitled to compensation if we are unable to meet our obligations to you. Further information is available via their website www.fscs.org.uk.
You can also contact them as follows:
Post: Financial Services Compensation Scheme, PO Box 300, Mitcheldean, GL17 1DY
Telephone: 0800 678 1100 or +44 (20) 7741 4100